Doonek Refund Policy

At Doonek, we want you to be fully satisfied with every purchase of our handbags, wallets, business cases, travel accessories, apparel, shoes, and watches. If you’re not happy with your order and wish to request a refund, this Refund Policy outlines the eligibility criteria, process, and key details to ensure a smooth and transparent experience. This policy applies to all orders placed through our website (www.doonek.com) and is supplementary to our Customer Service Policy.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following conditions:

  • Timeframe: Refund requests must be submitted within 30 days of the delivery date of your order. Requests received after this period will not be processed, unless required by applicable law.
  • Product Condition: Items must be returned in their original, unused, and undamaged condition—this includes all original tags, packaging, dust bags (for handbags/wallets), shoe boxes, and any accompanying accessories (e.g., watch links, care booklets). Products that show signs of wear, use, washing, alterations, or damage caused by the customer will not be eligible for a refund.
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order number (found in your order confirmation email) or a copy of the delivery receipt.
  • Exclusions: The following items are non-refundable unless they arrive defective or damaged:
  • Final-sale items (clearly marked on the product page with “Final Sale” or “Non-Refundable”).
  • Personalized or custom-made products (e.g., monogrammed wallets, custom-sized apparel).
  • Gift cards (both physical and digital).

2. How to Request a Refund

Follow these steps to submit a refund request:

  1. Initiate Contact: Send an email to our customer service team at [email protected]. In the email, include:
  • Your full name, shipping address, and contact phone number.
  • Your order number and the date of delivery.
  • The name and SKU (if available) of the item(s) you wish to return for a refund.
  • A clear reason for the refund (e.g., “item does not match description”, “size error”, “change of mind”).
  • Optional: Photos or videos of the item (if it is defective, damaged, or incorrect) to help expedite the review process.
  1. Receive Approval & Return Label: Our team will review your request within 2 business days. If approved, we will send you a pre-paid return shipping label (for orders within the contiguous United States) and detailed instructions on how to package and ship the item(s) back to us.
  • For international orders: Pre-paid labels are not available. You will be responsible for covering return shipping costs. We recommend using a trackable shipping service, as we cannot process refunds for items that are lost in transit.
  1. Ship the Item Back: Package the item(s) securely to prevent damage during transit, and attach the provided return label (if applicable). Drop off the package at the designated shipping carrier location.
  • Please retain the shipping tracking number—this will help you monitor the delivery status of your return and serve as proof of shipment.
  1. Return Inspection: Once we receive your returned item(s) (typically 3–5 business days after you ship them), our quality control team will inspect the product(s) to verify they meet the refund eligibility criteria. We will notify you via email within 2 business days of completing the inspection—this email will confirm either:
  • Approval of your refund, or
  • Denial of your refund (with a detailed explanation, e.g., “item shows signs of wear”).

3. Refund Processing & Timing

  • Refund Method: Refunds will be issued to the original payment method used to place the order (e.g., credit card, PayPal, Apple Pay). We cannot process refunds to alternative payment methods unless the original method is no longer active (in which case, you will need to provide additional documentation to verify the new payment details).
  • Processing Time: After your refund is approved, it may take 1–3 business days for our team to initiate the refund with our payment processor.
  • To-Account Time: The time it takes for the refund to appear in your account depends on your bank or payment provider. Typically, refunds are reflected within 5–7 business days for credit/debit cards, and 2–3 business days for digital payment methods (e.g., PayPal). If you do not see the refund after this period, please contact your bank or payment provider for further assistance.
  • Deductions: We do not deduct any restocking fees from refunds. However, for international orders, we cannot refund any customs duties, taxes, or import fees that you may have paid upon receiving your order—these are non-refundable through Doonek and must be claimed directly from your local customs authority.

4. Special Cases for Refunds

4.1 Defective or Damaged Items

If you receive an item that is defective (e.g., broken zipper on a handbag, faulty watch movement) or damaged during shipping (e.g., torn packaging, scratched shoe), please contact us at [email protected] within 7 days of delivery. Include photos/videos of the defect/damage and your order number. We will:

  • Arrange for a free return (including pre-paid shipping label for all locations), and
  • Process a full refund (including original shipping costs, if applicable) or send a replacement item (at your choice) once we confirm the issue.

4.2 Incorrect Items (Wrong Product/SIZE)

If we accidentally send you the wrong item (e.g., a black wallet instead of a brown one) or the wrong size (e.g., size 8 shoes instead of size 7), please notify us within 7 days of delivery. We will:

  • Provide a pre-paid return label for you to send back the incorrect item, and
  • Either:
  • Ship the correct item to you for free (with no additional charges), or
  • Process a full refund (including original shipping costs) if you no longer want the correct item.

4.3 Canceled Orders

  • Orders Not Yet Shipped: If you wish to cancel an order that has not yet been shipped, contact us at [email protected] as soon as possible. We will cancel the order and process a full refund within 1–3 business days (refunds typically appear in your account within 5–7 days).
  • Orders Already Shipped: If your order has already been shipped, you cannot cancel it—you will need to follow the standard refund process outlined in Section 2 once you receive the item.

5. Refund Status Inquiries

If you have questions about the status of your refund (e.g., “Why haven’t I received my refund yet?”), please contact us at [email protected] with your order number and the date you requested the refund. Our team will provide a detailed update on the progress of your refund.

6. Contact Us

For any additional questions, concerns, or clarification about our Refund Policy, please reach out to our customer service team at:

  • Email: [email protected]
  • Response Time: We aim to respond to all refund-related inquiries within 2 business days.

Thank you for choosing Doonek. We appreciate your trust in our products, and we are committed to ensuring a fair and efficient refund process for every customer.